- Report: #1257028
Complaint Review: Nature's Flavors - Orange California
Reported By:
Nature's Phony Flavors -
Atlanta, Georgia, USA
Submitted:
Updated:
-
Author Not Confirmed
Why?
Nature's Flavors
833 N. Elm St Orange, California, USA
Phone:
714-744-3700
Web:
www.naturesflavors.com
Categories:
Business Rating:
(0)
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Nature's Flavors I did not receive my order in the time promised and the items sent were not correct! Orange California
I did not receive my order at the promised time and the order I received was incorrect. I called customer service and they gave me the run around. Read their terms and conditions. Do not order from them!!! I found this on their website:
| Terms & Conditions |
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Customers Are The Most Important People In Our Business. They Are Not Dependent On Us�We Are Dependent On Them. 100% Satisfaction Guarantee (Excluding Business's) At Natures Flavors, creating healthy satisfied customers is our ultimate goal. Nothing makes us happier than a happy customer. The natural and organic integrity of our products give us confidence you will be delighted with your selection. Our inventory of products has evolved and improved for over 25 years. If you are unsatisfied for any reason or have questions regarding proper usage of our products, please contact us at [email protected] or call 714.744.3700 for professional product assistance. Assisting you makes us better! Please take a moment to review the following policies on orders, shipping and returns. Processing Natures Flavors makes every effort to process and ship orders within 3-5 business days, excluding weekends and holidays. Occasionally, orders may be delayed due to inventory shortages or increased order volume. Please check on product availability prior to placing your order. Expedited service is available on request. All order cancellations must occur within 24 hours from the time of order, any order not cancelled within the 24 hours will be subject to a 25% disposal fee. Expedite Fee The standard expedite fee is $35.00 on orders up to $100.00, and 35% for all orders over $100.00. Expedited orders will be shipped within two (2) business days of receipt. Payment Methods We accept Visa, MasterCard, American Express, Discover, and Pay Pal. We also welcome payment by cashiers check or money order. Merchandise will not be processed or shipped until payment is received. (Sorry, personal checks are not accepted.) Shipping All orders are shipped via UPS or United States Postal Service (USPS). We do not ship COD (Cash on Delivery). During promotional "Promotion can not be used concurrently on its sister company's websites (NaturesFlavors.com or Newportflavours.com). Natures Flavors has the right to restrict any promotion, at anytime. Package Tracking Natures Flavors provides tracking capability on all shipments. Tracking numbers are emailed after carrier pickup. If your product(s) is delivered to the wrong address, or lost by the carrier, tracking information will aid in package recovery. The carrier is responsible for locating lost and/or misplaced merchandise. Receiving Damaged Merchandise In the rare event you receive damaged merchandise, please contact Natures Flavors Customer Service Department (714.744.3700) as soon as possible to report the damage. Upon our receipt of the shipment, we are required to file a claim per transportation company procedures. Please note: The transportation company will require inspection of the packaging and contents. Therefore, all original packaging must be held for inspection. Detailed digital photographs showing the box, packaging materials and said-damage may be acceptable as evidence for claim purposes. Insured Shipping: UPS and USPS Express shipments are insured up to $100.00. If additional insurance is desired, please inform us when placing the order. When ordering online, requests for additional insurance can be made in the Comments Section of our website. We are not responsible for damage to goods caused by inclimate weather. Shipping Costs Shipping costs are non-refundable Refused Packages All orders where delivery is refused by the customer will be billed for shipping costs plus a 25% disposal fee. Shipping Returns: Shipping costs associated with merchandise returned to Natures Flavors due to an incorrect address (if provided by the customer), or unclaimed packages returned to us, are the responsibility of the customer. Authorized returns are subject to a 25% disposal fee. If reshipment of unclaimed returned packages is desired, additional shipping costs will apply. Returns Contact Natures Flavors All sales are final. The only exceptions are any problems directly related to product quality due to our workmanship. All Sales Are Final We guarantee the quality of all Natures Flavors products. Due to the nature of natural and organic products, we recommend customers unfamiliar with our products, start with smaller quantities for testing purposes prior to purchasing a large order. If an error occurs in the manufacturing process, we will gladly resolve the issue or replace an inadequate product. Per established health and safety programs, we are required to destroy returned merchandise. The item can be replaced at our discretion. Disclaimer(s) Information provided on NaturesFlavors.com regarding the use of any products DOES NOT constitute a doctor-patient relationship between you and any person affiliated with NaturesFlavors.com. You should not use the information on NaturesFlavors.com for diagnosing or treating a health problem or disease, or for prescribing medication or other treatment. You should always speak with your physician or other healthcare professional before taking any medication or nutritional, herbal or homeopathic supplement, or adopting any treatment for a health problem. Natures Flavors does not support the misuse of our Natural and Organic flavors in electronic cigarettes or other treatment products. Information and statements regarding dietary supplements, or natural and organic products have not been evaluated by the Food and Drug Administration and are not intended to diagnose, treat, cure or prevent disease. |
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I guess business customers are not important!!!
1 Updates & Rebuttals
Family Business - Don't Judge
#2Author of original report
Mon, September 28, 2015
Natures Flavors is family-owned, and is an integral part of the core businesses, which have been around for over 30 years. Of course there are always going to be times when things can't go as smoothly as we'd like, but that doesn't mean that we don't care about our customers - or delivering the right product to the people who order them.
It is a fact that businesses experience spurts of growth that can at times tax the existing infrastructure - we're human, and we will get behind. This doesn't just happen with our Production line, but also with our Customer Service staff, who field all of our calls on a daily basis.
It should never be assumed that a slow response is in any way a lack of respect or that anyone is being dismissed. We do apologize for this perception, and I personally want to ask the person who wrote - and all the others who may have had a similar experience - to please give us the opportunity to make things right. Often, the Internet and Social Media become a one-way tool for customers to vent their frustrations, but don't allow a company to share their side of the story. We certainly appreciate Ripoff Report being one of the few that does provide us a venue to reach out to those customers, who for some reason or other, have become dissatisfied with our products and/or services.
The “100% Satisfaction Guarantee” is always provided as our best effort. No business or individual is infallible. Take the case of the computer systems company in NYC that was slammed by another business because they failed to show up within the proscribed 4-hour window of service they'd promised. The business that complained didn't care that it was a small business - literally, a Mom & Pop shop - whose primary service provider was killed in the 9/11 attacks. They were still upset that they couldn't get service and didn't care that the company was no longer going to be able to stay in business.
This is just a simple illustration of how sometimes, we might have unreasonable expectations simply because the words "100% Satisfaction Guaranteed" are on a piece of paper or a Web site. We will absolutely do our best to ensure our customers' satisfaction. If it can't happen for some reason, all that we ask is that we are given the opportunity to correct whatever may have gone wrong.
True, we do have a very strict set of policies and rules in our Terms and Conditions page, however, this is due to past abuses from a small group customers who took extreme advantage of our previous generous policies. It is unfortunate that we have had to tighten things up, but those customers who know us well and have ordered from us for years, can vouch for our quality and how much we care about providing the best possible service we can to everyone.
As a small business, all that we ask is to be treated fairly - much the same as the folks who have complained. We are always willing to work things out. If we messed up, we'll make things right. All too often, though, it turns out that some customers make a mistake (order the wrong item), and expect us to correct their mistake. As a small production facility, we don’t have the unlimited resources to custom make products, only to have customers want to return these because they made a mistake. The single biggest factor in our production is that we make everything to order. Sometimes, for reasons beyond our control, one or more of our suppliers may run behind on raw materials that we need in order to complete orders – believe it or not, some of these delays can run anywhere from a few weeks to a few months!
We never want to have our customers to wait that long for an order, but sometimes it may happen. We are getting better at letting our customers know when things are behind – again, we just want the opportunity to ensure that we can complete as many orders as possible, to the satisfaction of our customers. Thank you for taking the time to read this.
